Customer Service Representative

Web.com Canada, Inc.; Cebu City; On-site; PHP 223,000 - 357,000; Full time

Benefits offered by this job

HMO benefits

Punctuality bonus

Generous vacation

Affinity groups

Job summary

Bluehost Philippines is seeking a Customer Service and Technical Support specialist to handle inbound calls for sales, retention, and troubleshooting, with outbound follow-ups during scheduled hours. You will resolve technical concerns beyond script-based support while aiming to meet productivity and quality targets.

You will contribute to cross-selling efforts, work on-site in a graveyard shift, and benefit from a supportive environment.

Qualifications

• 1 year of experience in customer service and technical support in a BPO.
• At least 1 year sales experience, specifically cross-selling/upselling.
• Background in Web Hosting is an advantage.
• Familiarity with PuTTY and Pega is a plus.
• Willing to work permanent graveyard shift and on-site.

Responsibilities

• Handle inbound customer calls for sales, retention, troubleshooting, and cancellations.
• Make outbound follow-up calls during scheduled hours.
• Achieve productivity, quality, sales and revenue targets; manage average handle time and schedule adherence.
• Configure and troubleshoot web/email related errors with domain names and products.
• Provide tailored recommendations and report faults to helpdesk.
• Discuss call monitoring feedback with supervisor to improve performance.

Skills

Customer service

Technical support

Sales experience

Cross-selling / upselling

Problem solving

Tools

PuTTY

Pega

Job description

Who we are.

At Bluehost, we believe all small businesses deserve the opportunity to succeed online. Our mission is to give small businesses the confidence to think big. We are the all-in-one platform for small businesses to grow online with powerful simplicity, premium performance, smart tools and human support.

What you'll do & how you'll make your mark

In this role, you are responsible to handle inbound customer call such as sales, retention, troubleshooting, cancellations and makes outbound follow up calls during scheduled hours, providing an excellent customer experience.

Achieves productivity related targets, quality targets, sales and revenue targets, average handle time, schedule adherence, Service Request closures and quality measures.

Configures and troubleshoots web/email related errors with domain names and associated products.

Provides recommendations to customers that is tailored to their needs and as resolution.

Uses all proprietary database, web, and telephony tools effectively, reporting faults to helpdesk or supervisors as soon as they occur.

Accesses, uses or discloses, customer information only when you need to do so to perform your duties.

Discusses call monitoring feedback with supervisor to improve performance.

Who you are & what you'll need to succeed.

• At least 1 year of experience in Customer Service and Technical Support within BPO setting.
• Proven experience in resolving technical concerns through analysis and problem-solving, beyond basic or script-based troubleshooting.
• At least 1 year of sales experience, specifically in cross-selling/upselling within a customer support or BPO environment.
• Background in Web Hosting is an advantage
• Basic knowledge of PuTTY commands is a plus
• Familiarity with the Pega tool is a plus
• Willing to work on a permanent graveyard shift and on-site

Why you'll love us.

Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well.

We celebrate one another’s differences. We are proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees. We have 20 + affinity groups where you can network and connect with Newfolders globally.

We care about you. We are a family, and we care about you and your family's physical and mental health by providing competitive HMO benefits - 200k MBL with two free dependents upon regularization! We also give out Punctuality Bonus, Generous Vacation policy, and much more!

#Bluehost #LI-DB1

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.